Global Help Desk Manager

Job Summary

Leading a global IT support function, the full-time Global Help Desk Manager will manage day-to-day help desk operations, oversee endpoint and identity administration, and enhance the end-user experience in a remote-first organization.

Key responsibilities

• Lead and develop the Global Help Desk team, ensuring high-quality end-user support and operational efficiency
• Oversee onboarding and offboarding processes, managing device lifecycle and identity access support
• Monitor support metrics and drive continuous improvement initiatives for help desk operations

Required qualifications

• Bachelor's degree in Information Systems, Computer Science, Business, or a related field, or equivalent practical experience
• 6+ years of experience in IT support or help desk operations, with 2+ years in a leadership role
• Strong knowledge of endpoint management, identity and access administration, and SaaS support systems
• Experience in supporting a distributed or remote-first workforce
• Proficiency in building metrics and reporting on help desk performance and service quality